Call Center Service Benefits Advisor – $2000 Sign-on Bonus*

Req/Job ID: 1001055BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 04538: SEARS HS-LAKE MARY SERV BR

JOB SUMMARY:

*Previous Sears, Kmart and Transformco employees are not eligible

The Benefits Administration Advisor is responsible for providing assistance to customers who contact Transformco with questions regarding the benefits or fulfillment of an Transformco Protection Agreement product and also acts as a liaison between customers and Transformco to include all business partners to respond to inquiries, complaints, problems or compliments.

Job Requirements:
JOB DUTIES/RESPONSIBILITIES:

• Responds to and follows up to inbound customer calls, written correspondence or e-mails received by Transformco in reference to Transformco product protection plans
• Reviews the customer’s concern/inquiry to determine and execute effective and satisfactory resolution per the agreement terms and conditions
• Escalates customer issue as needed based on established guidelines
• Responds to escalated concerns/inquiries received by senior/executive management to negotiate a satisfactory resolution for Transformco and the customer
• Initiates follow up communication with customer to ensure complete resolution
• Utilizes multiple applications ats enabling access to customer information and enter updates
• Maintains a high level of business/product knowledge via onsite and online training
• Initiates referrals to upper management to expedite resolution of customer concerns/inquiries
• Adheres to all Transformco policies, procedures, Code of Conduct and ethical guidelines
• Performs other duties as assigned

REQUIRED SKILLS:
• Minimum 6 months customer service and resolution experience required
• Intermediate computer skills and ability to work in multiple applications simultaneously
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure Transformco compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

JOB REQUIREMENTS:
• High school diploma or equivalent
• Less than one year of related experience
• 16 years of age or older

#HomeServices, #CallCenter

SDL2017